i am a regular customer of theirs...

i haven't been here for a while though and i came to pay a visit here since i craved some pho. their service has changed drastically since last i came here. you have to put yourself on an online waitlist via barcode scan now in order to simply wait in line. what's funny is that there were clearly several empty tables, but they were having difficulties with their online waitlist software; they decided it is better to prioritize fixing their useless online system rather than sitting the customers down. there were about 9 of us waiting outside in the cold, haha. after being seated nobody checked on me if i am ready to order until the main waitress came back to check on me after additional 15 minutes. i was tolerant up until then. it was the way another waitress (who didn't even serve me) treated me during payment. i ordered pho and basil chicken which already amounted over 30 dollars. this thin angular lady in tight pony tail literally threw my card away onto the table when i selected no tip. she literally stared at the option i was selecting on their payment machine (no cordial privacy these days? huh) and she asked me with sharp tone why i am not paying tip. i decided not to be confrontational i simply put my card back in and paid what i came to pay for - my food! i told her politely that i am here to pay for the price as listed in the menu, and food was what i came here to pay for. at no point was i informed in the menu nor by spoken words there would be 'mandatory tip' (is that a thing?) she became extremely mad and told me derisively that if i am not going to pay for tip then i should just order to go. then she threw the receipt at me and stormed out. i find it a bit funny that these days there needs to be a mandatory 'reward' for a service that is simply required in serving food... since when have customer become employers to help waiters'/waitresses' wages? so are we supposed to get the food ourselves these day in order to be 'exempt' from tip? tip is an option for the customer to choose if they feel to express their gratitude for an exceptional service.... it is not up to the waiters/waitresses to demand... the etiquette in this establishment has obviously gone down. the food alone is expensive enough to pay...

i am a bit disheartened at how they've become and sadly they have lost a loyal customer.

but for those potential customers reading this review take this review with a grain of salt. they're food is still ok it's just compared to before, their service is quite uncomfortable. just expect to be pressured to pay more than what the menu says to pay... seems a dishonest business practice, in my opinion.